Kay Jewelers Complaint - Stay Away From Kay Jewelers! - Watch

Posted by jenjenn on 2007-10-26:

I brought my watch to two different jewelers, who both refused to change the battery due to the possibility of breaking the watch. I ended up having to do it myself. (it's that stubborness thing) :)

Posted by killerklown on 2007-10-26:

Did you try talking out your problem with someone at Kays? My wife and I both got our wedding/engagement rings from Kays and I've been nothing but impressed by their service and reliability.

Posted by Gando on 2007-10-26:

I used to work at a jewelery story and it is really easy to change a battery. The thing is, how could the stem break? You lay the watch face down on a thick cloth, pop the back off, take out old battery, insert new, pop back on. Done! The stem should not even be touched? Not sure how the stem broke. I would need to know the brand of the watch. This type of repair was about ten dollars.

Please let me know what type of watch this was. What did the manager say when you told him/her of the problem? Did you get the salesperson's name that told you it would be free? Next time, ask for a business card and make the salesperson write up what he is telling you.

Posted by niljac on 2007-10-26:

Yes, we were pretty happy with Kay, we actually purchased many things from them. It's just that when the manager called she was so unreasonable. She gave me the wrong number for customer service and hung up on me. At the end of the call, there was no resolution about what would happen next. I also think she wasn't being honest with me when she said that her district manager and customer service had both told her not to repair the watch.

My wife actually wore the watch in to the store and it was in perfect working condition. It was running about two minutes slow, and that's why we thought it needed a new battery.

We have the receipt from the sales person. It's a Movado watch, retailed for about $850, we got it on sale less than two years ago. It's actually still under warranty so hopefully we can get it back in one piece and send it to Movado.

I guess the reason we're so upset is because it was a very sentimental watch, and we feel it's being mishandled.

Posted by Gando on 2007-10-29:

Oh my goodness! They tried to change a Movado battery in the store! That is no good at all. You see, Movado's are pressure sealed, meaning you can scuba dive with them up to x amount of feet. All repairs of this nature need to be sent to Movado or an authorized Swiss timepiece repair facility. They probably voided your warranty by taking apart a Movado. That's terrible! I myself own a Longines which needs a new battery but I keep putting it off because I'd need to have it sent to Longines for about a month, that costs about $50.00. But, it will be re-pressurized and will stay under warranty. I am truly sorry to hear about your bad experience.

Posted by niljac on 2007-10-30:

Wow, thanks Gando, I didn't realize that about the watch.

If they don't offer to do something in the next couple of weeks, I'll just go get the watch and send it to Movado myself for repairs.

I think it's pretty clear that their staff isn't very knowledgeable about their products. I know I won't be shopping there again. Thanks!

Posted by Gando on 2007-10-30:

Movado's are truly wonderful watches. Did you know the crystal face of the watch is not made of normal crystal? It's sapphire crystal and is so durable and long lasting the face will not scratch unless you drag a dimond over the face! Made with stainless steel, the watch may be more susceptible to scratches, but that can be easily polished by an authorized Movado dealer. Try and see what you can do, but you might be better off with another jeweler. Not sure what is in your area, but a few suggestions: Bailey, Banks and Biddle. CD Peacock. Best of luck to you!

I no longer work in the jewlery business, but I do miss it a lot! =)

Posted by niljac on 2007-10-31:

Thanks Gando, I really appreciate your help.
Take care. :)